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littleheaven

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#196425 30-May-2016 17:11
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A bit of background. My parents live in a street where they can only get ADSL, and Fibre is more than 18 months away. Their ADSL connection is horrible - they only get about 4Mbps down and 0.6Mbps up. I know they can do better because some of their neighbours are connecting at 11 or 12. BarTender kindly tested their line for me a while back and confirmed that they clearly need a master splitter to bypass their original 1970's house wiring in order to get improved speeds. At the time they weren't sure that the potential improvements justified the expense.

 

Anyway, following the recent update to the 998 bandplan, which increased the amount of noise you can have on your phone line to be eligible for VDSL, the Spark website was updated to say that VDSL was now available at their property. Since the install is free on a 12-month plan and includes a master splitter, I thought it would be win/win to order VDSL, get the splitter put in, and get potentially much better speed for a small increase in their monthly charge. Even a modest VDSL speed of 18 or 20Mbps would be a huge improvement for them. Their need for better speeds has recently increased since my Dad just bought himself a flash new Freeview Plus TV with Netflix, and now finds their current connection is too slow to watch good hi-def content online (I know, he should have checked that first!). 

 

So last night I helped him put in an order on the Spark site for VDSL. All good... until today when the Spark copper team emailed him to advise that VDSL isn't available at their address. Say what? I spoke to Spark via chat a few weeks ago and they confirmed their attenuation was around 13-16 db, which should be just within the new VDSL tolerance. So is the problem that the copper team are still judging VDSL availability based on the old 10 db tolerance, or are my parents truly too far away from a cabinet to get it, in which case why is Spark's site telling them they can?

 

I'd appreciate suggestions of what to do next. Is there a particular department I can escalate to? Is there any kindly Spark person on here that could confirm for sure whether they are eligible or not? I'd be super grateful. 

 

 





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, HP M6-1017TX Laptop, iPad Pro, iPhone 7, iPhone XR, AppleTV4.


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PeterReader
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  #1562475 30-May-2016 17:11
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 

If you are posting regarding DSL speeds please check that

 

  • you have reset your modem and router 
  • your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap 
  • your tests are always done on an ethernet connection to the router - do not use wireless for testing 
  • you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 

  • Your ISP and plan 
  • Type of connection (ADSL, ADSL2, VDSL) 
  • Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin) 
  • Your general location (or street) 
  • If you are rural or urban 
  • If you know your connection is to an exchange, cabinet or conklin 
  • If your connection is to a ULL or wholesale service 
  • If you have done an isolation test as per the link above 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 

I recommend you read these two blog posts:

 





I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



MikeB4
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  #1562487 30-May-2016 17:14
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What does the Chorus site say. I have found inconsistencies between Sparks and other Sparks ventured as to what can be supplied

 
 
 
 


Jase2985
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  #1562488 30-May-2016 17:14
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cbrpilot
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  #1562490 30-May-2016 17:17
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Hi littleheaven, can you please PM me your parent's address and I'll take a look.





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Wheelbarrow01
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  #1562500 30-May-2016 17:28
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Hey littleheaven,

 

Can you please flick me a private message with the phone number and the address and I will look into this tomorrow for you. I suspect the Chorus automated prequalification result is 'Inconclusive' for VDSL - however, inconclusive results always show as 'available' on the Spark website (to encourage customers in fringe areas to at least give it a try). Of course there are always those caveats 'subject to availability' and 'not guaranteed' buried deep in the Ts & Cs....

 

In your case I suspect a subsequent manual check with Chorus requested by the copper team found it to be just above the threshold of 15dB attenuation. Manual checks are usually definitive and we cannot argue the result with Chorus unfortunately.

 

I'll have a look and come back to you as soon as I can. If there has been a manual check done I will be able to find it and determine the exact attenuation result.

 

 

 

[EDIT: cbrpilot beats me again!]

 

 





The views expressed by me are not necessarily those of my employer Chorus NZ Ltd


littleheaven

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  #1562503 30-May-2016 17:36
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Thanks so much guys, I really appreciate the offers of assistance! I realise Mum & Dad may be out of luck but I promised them I would do my best to find out one way or another before they consider shelling out for a master splitter to try to improve their ADSL speed.

 

cbrpilot I will send you a PM :o)

 

 

 

 





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, HP M6-1017TX Laptop, iPad Pro, iPhone 7, iPhone XR, AppleTV4.


ajw

ajw
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  #1562515 30-May-2016 18:02
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Would your parents be happy with fixed wireless internet through the spark mobile network.. If you wish input their address here.

 

 

 

https://www.skinny.co.nz/broadband/

 

 

 

 


 
 
 
 


littleheaven

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  #1562523 30-May-2016 18:09
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ajw:

 

Would your parents be happy with fixed wireless internet through the spark mobile network.. If you wish input their address here.

 

 

 

https://www.skinny.co.nz/broadband/

 

 

 

 

 

 

 

 

Thanks for the suggestion! I had considered wireless broadband but unfortunately their data use makes that too expensive an option for them. They had to recently upgrade to unlimited because my son's YouTube and other computer use, when they look after him in the afternoon, kept blowing their 80GB cap.





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, HP M6-1017TX Laptop, iPad Pro, iPhone 7, iPhone XR, AppleTV4.


littleheaven

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  #1567233 7-Jun-2016 16:22
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Update - huge thanks to @Wheelbarrow01 and @cbrpilot for helping ascertain that Mum & Dad's line was in fact under the noise limit for VDSL. It was installed today and they are up and running at 17Mbps down and 1Mbps up. It's not epic by VDSL standards, but it's faster than the ADSL in their street, and the master filter has bypassed their appalling house wiring which was causing their ADSL to be a paltry 4Mbps down and 0.6Mbps up. I'm hoping DLM might wring a little bit more speed out of it by the end of the 10-day period, but even if it doesn't, they're much better off. Now I just have to show my Dad how to use the Freeview Plus on demand services and Lightbox!





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, HP M6-1017TX Laptop, iPad Pro, iPhone 7, iPhone XR, AppleTV4.


hio77
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  #1567248 7-Jun-2016 16:45
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im currently in the same situation as the OP with the new 15dB limit. seems most csrs i speak to arent even aware of the 15dB change.

 

 

 

prequals coming back as 10-16, inconclusive. 

 

Due to a few dodgy things with the addressing on chorus's side here, their system reads way off so an unreliable source.

 

@cbrpilot @wheelbarrow01 would you guys be willing to do a few checks for me?





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


cbrpilot
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  #1567249 7-Jun-2016 16:45
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Awesome result littleheaven.  So happy to of been some help here.





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Dairyxox
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  #1567250 7-Jun-2016 16:48
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Wow, that's quite a happy ending when you consider the improvement. Welcome to HD streaming. Well done Spark team.


littleheaven

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  #1567252 7-Jun-2016 16:50
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cbrpilot:

 

Awesome result littleheaven.  So happy to of been some help here.

 

 

Thanks so much. It'll make such a difference to them, since fibre is still over a year away. Next time Mum tries to download the latest OSX update it won't take all day!





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, HP M6-1017TX Laptop, iPad Pro, iPhone 7, iPhone XR, AppleTV4.


Wheelbarrow01
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  #1567660 8-Jun-2016 08:23
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hio77:

 

im currently in the same situation as the OP with the new 15dB limit. seems most csrs i speak to arent even aware of the 15dB change.

 

 

 

prequals coming back as 10-16, inconclusive. 

 

Due to a few dodgy things with the addressing on chorus's side here, their system reads way off so an unreliable source.

 

@cbrpilot @wheelbarrow01 would you guys be willing to do a few checks for me?

 

 

Flick me your details in a private message and I'll look into it for you :)





The views expressed by me are not necessarily those of my employer Chorus NZ Ltd


Mavarick
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  #1582028 28-Jun-2016 14:33
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As a sidenote  I am at the end of the coverage area on the Chorus map saying I can get VDSL

 

whats involved in getting a prequal?

 

currently on ADSL and get roughly 6 download and 0.6 upload one neighbor gets 20 download and another get 16-17

 

Once awhile ago I called Spark to see about upgrading and the guy was nice and honestly said I wouldn't get much more.

 

any help would be appreciated


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